Safelite AutoGlass Exemplifies Optimal Route Resourcing and Planning

(Source: FleetOwner)

Service fleets are the lifeblood of the field service function. The service organization must be able to place fleet resources where they are needed and move fleets from point A to point B in a timely fashion. Often, customer satisfaction depends on how successfully the field service organization can manage its fleet's routes and ensure resources are where they need to be across an entire region.

In the past, fleet management was a challenging exercise of analysis, data entry, and prediction. Today, there are numerous solutions available that can optimize route resourcing and planning through automation and analytics.

Of course, technology itself isn't a differentiator. It's how that technology is integrated into the service organization's processes that makes the difference and helps companies stand out from the pack.

One organization that has seen significant success through its route and fleet planning solutions is Safelite AutoGlass. Here's how this vehicle glass repair, replacement, and recalibration company won accolades by embracing data and technology.

Safelite Named FleetOwner 2020 Private Fleet of the Year

About one year ago, Safelite AutoGlass was recognized for its forward-thinking deployment of data and technology to improve operational savings, mainly through optimized routing and the conservation of fuel. Safelite Group, based in Columbus Ohio, was named 2020 Private Fleet of the Year by FleetOwner magazine after jumping 39 spots from No. 60 to No. 21 on the FleetOwner 500 list.

According to the magazine, the company has facilities in 50 states with more than 16,000 employees. The Ohio-based company operates more than 8,000 medium-duty vans and box trucks, many of which serve as mobile glass repair shops. Many of their fleet vehicles are driven by technicians who can fix and install vehicle glass on-site, removing the need for vehicles to be transported to a secondary location for service.

The Safelite Group has been in operation since 1947. In addition to its vehicle glass business, Safelite Group also has a fleet and insurance claims management service (SafeliteSolutions) and a wholesale distribution operation (Service AutoGlass).

Using Technology to Stay Agile and Efficient

Safelite achieved unparalleled efficiency by adopting fleet telematics years ago. As the company has grown, it's been able to scale up its technology alongside its operations to maintain an agile footing. It has now reduced fuel consumption to a point that it stand out against its competitors.

"Implementing telematics seven years ago was a game-changer for us to be able to better manage and monitor our fleet, increase safety, reduce miles driven, and reduce fuel consumption, and have all those data points necessary to look at trends— where we couldn't necessarily do that in such a nimble way before," said Erin Gilchrist, Safelite's fleet director.

Safelite is especially well-known for its use of data. The company gathers and reviews large quantities of data from its fleet operations, turning that data into strategic insights that can be put into practice to boost efficiencies. This has led to new fleet initiatives as well as more than $8 million in savings—the company has reduced its fleet's fuel consumption by more than 5 million gallons.

"Whether an operation leader or a sales leader, a vice president or technician—everyone gets telematics," said Gilchrist. "And we've just been building on that program ever since, really seeing benefits all around our fleet."

A Multipronged Approach to Efficiency and Safety

Telematics was just part of a multipronged approach to generating new efficiency and improving safety in Safelite's fleet management operation. By leveraging its routing and resourcing data, the company has been able to become more proactive in identifying problem behaviors amongst drivers before there is an incident or company time and resources are wasted.

The company has also been able to use its data-powered tools to reduce idling, recalibrate engines, and even integrate alternative means of transportation into its fleet. Safelite has already introduced hybrid vehicles and vehicles running on alternative fuels into its operation.

In the future, the company plans to shift to electric vehicles to reduce fuel and energy costs even further. Using data and analytics tools, Safelite will be able to determine the return on investment they'll achieve by investing in electric vehicles at scale, once such vehicles become efficient enough to be viable for the operation.

Don't Miss Field Service Palm Springs 2021

Field service organizations can unlock new opportunities to save money and deliver outstanding customer service through route resourcing and planning technology. However, it all depends on the deployment and how effectively the tools can be integrated into the company's core functions.

Route resourcing and planning are sure to be hot topics at the next Field Service conference event, happening at the JW Marriott in Palm Springs, California from November 16^th to 18^th, 2021. Download the agenda today to learn more.